Customer Service Representative

We are currently seeking a permanent Customer Services Representative in Coventry with a salary of £19k per annum, working in the banking and finance industry working 40 hours per week, between Monday to Friday (may include bank holidays) on a rotational shift pattern, current opening hours are 07:30 to 21:00 Monday to Friday

ROLE PURPOSE:

The foreign exchange industry thrives on relationships and trust. moneycorp customer services representatives are at the forefront, ensuring that clients can have their concerns and queries put at ease by the positive, friendly voice at the other end of the phone.

You will be our customers' first point of contact, providing expert service for all queries relating to their account and their transactions. You will ensure queries are resolved efficiently and that customers have a positive experience in all interaction with us becoming advocates of moneycorp.

ROLE REQUIREMENTS

Customer Queries

> The first point of contact for all customer queries through our various support channels, resolving them by using your initiative as opposed to reading from a script

>Collaborating with colleagues across departments to fix problems that are just too tough for one person to crack

>Tracking down information for colleagues in various business areas

>Ensuring all customer communications are logged appropriately and referred to other business units where required

>Taking personal ownership over the customer experience

>Ensuring customers receive great service and leave satisfied

Customer loyalty

>Speaking positively about the company and its products and services

>Ensuring that a professional company and brand image is provided at all times to customers and colleagues

>Providing professional, effective and consistent communication to customers to meet their expectations and increase brand loyalty.

Maintain company standards >Ensuring all original documentation received is recorded, scanned and archived.

>Complying with our policies and procedures at all times.

>Actively looking for business improvements and taking to management what you find

Ensure all tasks are dealt with in line with team KPIs

>Diving into our payments/client database, to discover whether or not we're meeting the needs of our customers

>Handling and reporting our -hopefully very few- complaints

>Liaising with banks on payment queries

>Preparing documents for the Legal department

>Dealing with charges and refunds and overrides

PERSON SPECIFICATION

Knowledge and Experience:

>Experience in a Customer Service/middle office role would be great, but not a necessity if you're a quick learner

>Having worked via telephone, email and face to face is desirable but not essential, as our training is supportive and thorough

Language Skills

>Excellent English, written and verbal is essential

>Additional languages to a business standard would be fantastic. Notably French, Spanish, Portuguese (Brazilian) or Portuguese

Skills and Competencies:

>You'll need clear written and verbal communication skills

>Excellent and empathetic listener

>Good organisational skills notably prioritisation

>Strong numerical skills

>IT literate, good with word processing, spreadsheet and email packages

>Excellent attention to detail

Personal Attributes:

>Approachable and personable

>Positive demeanour

>Professional

>Takes initiative

>Enjoys working as a team

>Calm under pressure and enjoys a fast-paced environment

For more information please give me a call on 01895 204 948 or alternatively drop me an email to Sophie.Howley @ Manpower .co .uk